Craftsman
reviews and complaints

I bought a Craftsman tool set from Sears many years ago. Lifetime warranty. I broke the 1/4 ratchet a few days ago. Called Craftsman…got transferred to Sears…then got transferred to some customer service agent in Asia. I was told the tool was no longer available, but that they would give me a $20 e-gift card for K-Mart. A week later….no e-gift card. Called them again and was told there system was down and they would send it as soon as they could. A week later….still no e-gift card.
Okay Craftsman, you just lost a longtime customer. I have always been a loyal Craftsman customer. You screw me around, now I'm taking my business elsewhere!

I had to pay an additional $350 out of pocket to replace a T100 that wouldn't start after being used only 3 times.
The warranty servicer in my area said $200 to pickup and drop off but wouldn't be able to look at it for at least 5 weeks...
Because I didn't want to receive a citation for uncut lawn and a 5 week minimum time frame was totally unacceptable as 5 weeks doesn't comply with federal legislation (moss warranty act) for timely service... I was forced to purchase another (more expensive product) from Lowes... It's the only way that Lowes would process a return of the product...
Therefore, it's my expectation that craftsman reimburse me for the additional $350, not to mention I spent hours on hold attempting to get support from Craftsman's warranty department... In total I spent nearly 20 hours of my time to resolve the issue with absolutely zero help from Craftsman...
I intend to file in small claims court against Craftsman if they fail to adequately resolve this issue in an equitable manner.

I bought this item from Lowe's. I got home and used it and it worked fine. The 2nd time I used it it had a growling noise. I found a plug missing that prevents dirt from getting in the gear box. I called craftsman and they said it should of been installed from factory And should be covered under the manufacturer defect warranty. They asked for pics and receipt. I sent. Now, I've Been avoided for 10 days, I've sent 4 emails and still nothing! So I guess they aren't giving my money back or fixing their screw up!

Bought a spotlight from Lowes, 6 months later it quit. Called craftsman they said they didn't deal with it and it was through a third party vendor. They gave me the info for the third party but the third party would not answer any phone calls. Called craftsman back to complain they said they could not do anything. Finally craftsman got in touch with them and they sent an email saying to ship light back to them at my cost of shipping. I called craftsman back and told them this was unexpected because I had already payed $50 for the light then they wanted me to pay 20 to 30 dollars to ship something to them that was under warranty. Craftsman said they couldn't help me because this was through a third party vendor. I told them I didn't buy something through there third party vendor I bought something that said craftsman and they needed to man up and take care of there customer. I have emailed the receipt and produce info to craftsman but they don't seem to care at all.

cmxgaamr27bl leaf blower bought 6-2-19 from Lowe's store # 2514.
The primer bulb leaked gas everywhere, the pull cord broke. When I did get it running it would not stay running. I am not happy.called your phone number as it's under warranty. Take it to osgoods repair in fryberg maine. I did so, they charged me $15 just to look at it. Said they doubted the warranty company would cover anything but would submit.This is no way to run a business! And this seems to be a very poorly made product. I thought craftsmen was better then this.I will never but any of your products or recommendations them to anyone.

Clyde Brooks
Po box 377/ 93 interval
Bethel maine, 04217
[protected]

In September last year I purchased a Craftsman 12" Compound miter saw from Sears in Everett. In August the guard shattered and I went to have the saw repaired. I asked both craftsman and sears what I needed to do. They first said the partes were unavailable. If I knew the parts were not going to be available, I would never purchased the saw.

Next they said, you can take it to PNC they do our repair work. In August, I took the saw to them for repair. 2 days ago, I contacted them for a status report, They said that the parts were unavailable. I went down and picked up the saw.

So, Why is craftsman selling tools that cannot be repaired? (The saw is still for sale.) What recourse do I have to replace the Saw? (I also bought the stand.)

I am concerned about purchasing another Craftman product as PNC told me they cannot procure parts for other Craftsman products?

Has a great company dropped so low as to not value customer satisfaction?

I was gifted a brand new craftsman impact drill for christmas this past season 2018. I had just recently found the need for needing the use of the drill for a project I was doing so I cut the strings and opened the box. I proceed to plug in the charger and let both batteries charge till a sold green light appeared. They both work great and I was very happy with the performance. After I was done I disconnected the battery from the drill and put in up for the night.. Not even 12 hours later when I got it back out to use. The both batteries were dead and wont even bring a light when I had plugged it into the charger even after leaving on it for a few hours a peice I can't even address this at sears do to no receipt and the fact that I had received it as a gift! Craftsman use to make quality but honestly this will be the last craftsman tool I ever have very sad that the quality is so horibol! So what I am saying is that a $100 impact drill came with 2 faulty batteries. Thanks craftsman I want 2 new batteries for my brand new drill! This is not right! I am attaching photos. Cause the charger wont even light up when I plug it in. But not sure if it is even supposed to but all I know is the batteries are dead as dead gets.

I have a Craftsman tool box that is only about five years old and I need a drawer slide. Sears Parts Direct told me that Sears just quit making parts for this tool box. I can't believe that Sears would not supply parts for something that is five years old or that they don't have another tool box with same dimensions with a drawer slide that would work on my model.

Purchase a new lawn tractor in ~2014 and the transaxle failed about a year later. Sears replaced the transaxle system ~ Aug 2016. The same thing has reoccured and the transaxle has failed again during June 2018. I called for assistance at the help desk who are not helpful and only offer canned responses. They state the repair warranty is over 90 day and they will not honor the repair warranty any longer. I asked to speak with a supervisor who said that they are the last person for escalation and we need to contact corporate via written email or letter. What a lack of care for the consumer.

Researching the issue online it is clear they have an manufacturing issue with these lawn tractor transaxles with regards to longevity. The 90 day replacement and repair warranty gets them off the hook to provide service with the cost past onto the customer.

Last sears and craftsman transaction I will have.

Sears warranty for Garage Door Opener(GDO) motor is 10 years and agreed by Sears. I have been facing motor issue since Aug 2016 and complained several times but was assisted over phone on programming GDO, It works for few weeks and continue the same problem again, to which I re-program the similar process and continue.
At one point during Aug 2017, GDO could not respond and I again informed Sears/Craftsman/Chamberlain technical support for assistance or repair/replacement.
I also called Technician and paid $75+taxes for repairs and was informed that the motor is faulty and need to replace as its under warranty for 10 years (Purchased in 2009).
After calling Sears at least 5 times and Min of 1 hr (every time) I'm transferred from one dept to another and reasons for not honoring their warranty. The last call with Sears CS on Sept 27 states that I have to pay $85+taxes for technician to visit again for confirmation.

I'm disappointed with the services or call response from the Sears CS and avoiding to replace the product as per their policy of 10 years warranty.

The GDO is worth $300 and I have already paid $75 + now asking for $85, but not sure Sears will come out with new reason not to replace the product
This is SEARS service and warranty policy
Its sad to know that Sears does not keep their promises.

I'm ready to handover the product to the store for testing at their technical lab and then decide to replace or repair or discard, but not apy any further technician charges.

Since we bought the tractor the buttery not keep the electric, every time I used we have to change the buttery, I bought Sears Protection Agreement since 2008.
I'm not satisfied at all with services, first they give us appointment from 8 to 5:00 pm. Around 4:30 the technician called and said I'll be late, one our later, said I'm not coming today and I'll come tomorrow.
So, I'm loosing two days work, then he come and not happy, he said we can't fix the craftsman Tractor, I have to get approval from my supervisor.
Next week I called to find out when the technician coming to fix Tractor, so they schedule a new appointment for 7/28/2017 order # [protected], we waiting for the technician, "I'm losing another day of my work", but he not showmen up, I called Sears and I find out they are canceled the appointment and saying, the technician report we are abused the Tractor. And that not cover under the Protection Agreement.
I called the Protection Agreement Benefits department at [protected] and I asked what mean abused the Tractor, she said if you run over the stone or tree branch, we not cover that ...So I paid around $7k for the Tractor and paying every year Protection Agreement since 2008 and that their answer, NOW YOU CAN TELL HOW MUCH WEASTING TIME AND MONEY AND FROSTERATED ...

Monday, August 29, 2016
October of 2015 I purchased a Craftsman cordless screwdriver from K Mart of Selinsgrove, Pennsylvania to use doing small jobs in my home. Initially the screwdriver worked adequately and I used it occasionally over the months till about April of 2016 then it suddenly lost power as if it wasn't charged. I charged it according to directions and it still did no better. Having owned other Craftsman tools since the 1950's I wasn't overly concerned and with the prior reputation of Craftsman that I knew, I thought I could either have it repaired, get repair parts, or the warranty would exchange it or refund the purchase price. I looked for a repair store in my area in the “Yellow Pages” of the phone book and on the web pages of the internet and called all these numbers!
[protected] – [protected] – [protected] – [protected] – [protected] – [protected] – [protected] – and finally [protected] where I finally talked to someone who at least made a decent effort to help me and that I could have a half intelligent conversation with. These people transferred me all through their telephone “help” system and back to the originally called number and even lost me (hung up on me) a few times! I was referred to (Sears) of the Susquehanna Valley Mall, Mall Suite DS4, Selinsgrove, Pennsylvania; where they told me they “couldn't do anything for me because it was purchased at K Mart. I went to K Mart of Selinsgrove, PA where I purchased it and they told me “they couldn't help me because they couldn't find the right reference numbers”! I went to (Sears) of Mifflin County Commons, 325 W. Freedom Avenue, Suite 115, Burnham, PA 17009 and they told me “they couldn't help me because I purchased it at K Mart”! I subsequently somewhere in all this confusion was transferred to the (Capital City Mall), Camp Hill, PA (Sears) tool department where I talked to “Douglas” whom actually seemed to know what he was doing and he said he “could take care of the issue”. Upon arriving at this location, “Douglas” was busy with other customers; actually seemed like he was the only one working of their staff; so I talked to another representative who after being totally confused for 30 minutes or so, finally gave me a gift card of the value of my screwdriver and I left, feeling somewhat confused myself but with some satisfaction.
This experience with this screwdriver and the days that I tried to have it repaired or replaced have ruined the decades old reputation of (Sears and Craftsman) that I formally knew since the 1950's and that the founders of this company built since its origin centuries ago! (Sears and Craftsman) had a reputation that many workers trusted and were not disappointed in their service and products; now your misdirected misinformed people that are “customer service representatives” are dumping that reputation in the “garbage” that is their lifestyle! K Mart's business was ruined 50 years ago with their poor service and customer relations! Whoever is in charge of this company better wakeup before these people screw up whatever is left that is good!
A very disgruntled former customer; Robert Gish.

Tried returning a chainsaw that did not work, for an 80yr old women. Was giving a total run around because i did not have her receipt. The manager in the tool department was arrogant and did not seem to give a s t. then he brings the manager from appliances over to talk with me. long story short he told me the saw was stamp dated 05. ok why did the manager of the tool department know and tell me that. this character was also very rude, so i became rude back. You get what you sow a holes. Well now because of this bad experience there i will no longer be buying my tools from crapsman i spelled that on purpose that way. I will let everyone i know about this experience i had. I have alot of friends in the trades business, and will be blogging bad reviews about this for a long time. Your company there blows. very unhappy with your services and people that work for your company. sincerely a customer you have lost for good.

Remembering the past year's hurdles. My craftsman 247.88755 snow thrower has less than 25 hrs of use. One of last years storms got a small branch wedged in the auger . My investigation found the shear pins failed to shear, leading to the gear box
Breaking. The gear box part cost is about $200.00 . That's a rip-off fix for an engineering flaw! I like the machine so please offer me a
Reasonable fix. (How about you send me the part(#618-04292a ) and i will labor to remove and install ). Frank bruno ([protected]@aol.com )

I tried to take back my broken allen wrench that was a craftsman lifetime warranty they said they did not have it and they couldn't do anything for me even though it was on the shelf then I took back a measuring tape that I bought 8 years ago with a lifetime warranty made in the US of A they had a cheaper version the same link on the shelf and they said there was no lifetime warranty on measuring tapes and I bought mine with a lifetime warranty they did not want to honor the warranty they said they could not do anything for me, because they did not believe that it had a lifetime warranty because the new ones only have a one year warranty I explained to them that when I purchased mine it said right on it lifetime not limited, I feel that they should not be selling Craftsman tools if they will not honor the original warranty at Ace Hardware in Auburn Indiana

Never buy a product from SEARS. 1-800-4-MY-HOME has to have one of the worst issue logging system to date. Let us look at the logistics of their system. 1. You log an issue with your Sears product 2. They issue a ticket, and is dispatched to a third-party contractor 3. You wait and under the mercy of the third party contractor. Our issue is when we opened the Craftsman Briggs and Stratton lawn mower, the grassbag had a small dent on the hard plastic piece caused by pressing onto the lawn mower during shipping and handling. This was logged back in May 2014, fast forward last Thursday, November 27, after numerous phone calls to 1-800 number about 5-10 hours wasted, we were finally proceeded to go to the local Sears repair centre as per the manager from the 1-800, this was after the third party contractor refuses to contact and follow up and show up to repair the item. Sears basically said that they do not know if the damage happened before or after the use of the lawn mower. I was shocked as why would I go to all of this trouble and could not sympathize that my wife was pregnant back in May and taking care of the baby now, all that effort wasted and we will never purchase anything from Sears again

original lawn tractor was replaced after several appointments were missed, an additional 1 year warranty was offered for the negligence, original case #SCMCaseED.id.id-:: .sales check #[protected], I called today spoke with Schwanda she gave me a Nov. 11 repair date, said I would receive an e-mail which I have not received. My case # with the BBB was #[protected]. my e-mail address [protected]@aol.com, sears item # [protected]. I hope history does not repeat .

Caveat Emptor - For five days I have been trying to schedule a warranty repair visit with SEARS to address a problem with a lawn tractor belt. A similar problem was promptly remedied a month ago, but now, there appears to be a "backlog". After about 10 calls, I am told today that I may have to wait a week to get a return call just to set the visit up. I am tempted to go "LAWYER" on them.

PRESSURE WASHER LOG

6/15/2007 – Purchased Craftsman Pressure washer (Model#[protected])
6/15/2007 – Transportedpressure washer home and filled out the warranty requirements
6/15/2007 – 6/15/2014 Enjoyed using Craftsman Pressurewasher (Model# [protected]) over a seven year period until the “pressure” featurestopped working. I could get the unit to run as long as I didn’t try to pullthe trigger on the wand. At best the unit was real good at serving as anexpensive coupling between my hose and my spray nozzle.
6/15/2014 – 7/22/2014 I made repeated attempts to use the CraftsmanPressure washer (Model# [protected]) in the manner suggested in the user manual…with no success.
7/23/2014 – Loaded up the Craftsman Pressure washer (Model#[protected]) into the truck to transport to the Sears Parts & Repair Center(Store# 8247), 1000 FM 517 W., Dickinson, TX 77539. Informed the associate thatthe unit was running fine, but I couldn’t get the increase in pressure that wasEXPECTED when you pull the trigger on a PRESSURE WASHER. I described the problem in more detailexplaining that the unit would allow water to flow through it (with minorrestriction) while motor was not running. Then I could start the motor and let it run for as long as I wanted, assuming I don’t want to actually USE the pressure washer as it was intended(as a pressure washer). I explained thatonce the trigger on the spray wand was depressed the pump was engaged through achange in flow and the motor would cut out.
They explained that I would have to pay $50 (actually $54.13with tax) as a pre-payment and pre-approve a repair expense of up to $125. I decided that at best the pump would have tobe replaced so the greatest expense would probably fit within those costmargins. After all, all indicationsshowed the unit was running just fine.
07/30/2014 – I received a call from the actual repair centerto inform me that the total repair would cost $273.84 and they needed myapproval in order to continue. I wasclearly shocked by the amount and asked what all was being repaired to requiresuch a high estimate. The girl on theother end explained that the carburetor was not repairable and would requirereplacement. Also the bearings were shotand the pump head would need to be replaced. I hesitated and finally said I couldn’t justify the expense because I couldpractically buy a new one at that price. Of course, they already got $50 fromme which would be forfeited should I decide not to go ahead with therepairs. The associate said she wouldsee if she could make an adjustment in that amount. Within a few minutes, she came back and said;“How about $198.84? Would that be better?” I clarified, “Is that the total before you deduct the $50 pre-payment?” She assured me it was, so I told her I couldlive with that expense. I told her to go ahead with the repairs.
08/01/2014 – I received a call from the repair center toinform me that the repair would be delayed due to a need to order parts for myrepair. Once the parts came in, therepairs would continue.
08/11/2014 – I received a call from the Sears Parts &Repair Center (Store# 8247) stating that my Craftsman Pressure washer (Model#[protected]) was back and ready to be picked up. I told them I would be by right after work.
08/11/2014 – I drove to the Sears Parts & Repair Center(Store# 8247) to pick up the Craftsman Pressure washer (Model# [protected]). They were quite busy but eventually gotaround to helping me. Once the unit wasbrought up front they informed me that the total amount due was $248.84. I asked what happened to the quote of$198.84? They quickly came back with a response, “Well, you already paid the$50 per-payment, so that brings your total amount due today to $198.84.”Clearly the girl on the phone misled me to believe that rate was before the $50deduction.
While I waited for them to ring me up I noticed that theclear plastic tube between the detergent reservoir and the pump discharge wasmissing. So I told them to go ahead anddiscount the cost of a new tube because I was going to have to have thatreplaced. The senior associate said shewould see if they had one in stock. Shediscovered that they did NOT have the part in stock so she would order it andhave it sent to my home address. Whilewe were waiting on her, the associate suggested I purchase some Trufuel as aninsurance against this sort of expense occurring in the future. I thought that sounded like a good idea andadded a couple cans of Trufuel 4-cycle to the ticket and took my “practicallynew” and rebuilt Craftsman Pressure washer (Model# [protected]) home.
08/11/2014 – I transported the Craftsman Pressure washer(Model# [protected]) to 1607 Roaring Springs Lane, Seabrook, TX 77586. I unloadedthe unit from my truck and moved it to the back yard where I hooked it up tothe hose so that I could clean up the dock as originally intended. I checked the oil and added a can of Trufuel4-cycle to the tank, turned on the water, set the switch to on, set the choketo open, verified the fuel valve was open and pulled the starter. The Craftsman Pressure washer Model# [protected]) started right up. This was no surprise, because it had donethis every time in the past. I adjustedthe choke after the motor had warmed up and it continued to hum. Now for the true test… will the motor stayrunning when I pull the trigger.
I picked up the wand and pressed the trigger and waspleasantly pleased when the pressure exerted force back against the wand. It was time to clean up the deck. The pressure seemed right so I began to removedirt and mold from the deck boards until about 2 minutes into the project whenthe pressure washer coughed once then twice again. I released the trigger andshe went back to humming. I pressed thetrigger and continued to renew the look of the deck. After another minute or so the pressure levelcoughed again and the motor hesitated. Three and a half minutes in the motorsputtered then stopped.
I went up to the Craftsman Pressure washer (Model#[protected]) and checked the oil level again. It looked fine. I reset the choke and double checked the fuelvalve. Everything seemed to be in order. I pulled the rip cord and the entire thing tried to jump off the surfaceof the deck. The motor seemed jammed or seizedup. I tried a few more times to noavail.
I disconnected the unit and took it back to the bed of mytruck so I could return it to the Sears Parts & Repair Center (Store# 8247), 1000 FM 517 W., Dickinson, TX 77539.
I decided to call the repair center to let them know I wascoming and was NOT at all happy. Icalled the number that was left on my phone earlier and got no answer. I decided they must have already closed so Icalled the 800 number on the repair ticket. I got an answer there and told them it was a sick joke they were playingon their customers by making me pay nearly $300 then returning a pressurewasher with the same symptoms as the one I gave them to repair. She apologizedand asked for the ticket number. Sheassured me that this was not normal and suggested I take the unit back to thedrop-off center in Dickinson so they could transport it back to the repaircenter and find out what is wrong. Itold her that it was a 30 minute drive and was NOT happy to be needing toreturn. I told her I would prefer NOT tohave to do it and if I did take the unit back I would NOT be interested inwaiting another three weeks to get my Craftsman Pressure washer (Model#[protected]) back. I would let them KEEPthe one they fixed and let them give me a NEW one in exchange.
I asked her what the hours were at the drop-off center andshe said they were open 10AM-7PM. I wassurprised because it was only just after 5PM and nobody had answered thephone. I told her thank you and that I wasgoing to try to call them again.
This time the Dickinson Drop-off center answered and Irepeated the story that it was a cruel and mean trick to charge me $300 to keepmy unit for three weeks only to return it to me still broke. She said I could bring it back to have themlook it over again. I repeated that Ididn’t appreciate having to drive an hour out of my way to deliver the unit andwait another 3 weeks for its return. Iinformed her of my terms. I WILL bereturning the unit to them, but will let them exchange it for a new one since Idon’t have any faith in their ability to fix it. She told me they don’t doexchanges and suggested I wait until Wednesday so I could talk to the manager.I told her I was just letting her know ahead of time what to expect because bythe time I got there I would NOT be happy! She repeated that Wednesday would be a bettertime to return it.
08/11/2014 – I went home after work and decided to try tostart the Craftsman Pressure washer (Model# [protected]) again. I thought it would be best to document apattern of sorts if one existed. Thistime I pulled it out into the driveway and hooked it up to the front hose. It started up just fine again and I ran itfor three minutes or so without any issues. So I disconnected it and took it to the back yard again. I was able to get it started again and gotback to cleaning up the deck boards. After about 5 minutes the coughing started again and the unit quitcompletely. This time I pulled out myphone and decided to record the incident. The first attempt ended with the pressure washer making no attempt torun. So I rested and went back to tryingto pull the cord again. This time theunit resisted three times UNTIL THE HANDLE BROKE OFF IN MY HAND. That was the end of my attempts to start the CraftsmanPressure washer (Model# [protected]). HoweverI DID get the incident on film!

My experience with the McMinnville Sears store has been FAR less than stellar! on 04/13/2014 I purchased a Craftsman String Trimmer Mower ($384.00). I used this item two times and it failed to start. I returned the item to the local store and spoke with the store owner. He informed me that the item was past the return date( by 8 days, if you counted business days it would be less). He stated it must be sent out for repairs. I asked him how long that would take and he stated that it may take " two weeks, three weeks or maybe longer". I told him that was unacceptable and that perhaps he could exchange or refund my purchase. He became very rude and stated that there would be no refund or exchange and I'll just have to wait until it's done. I told him that I really needed the machine and I couldn't wait that long. I just wanted to end the transaction. He then stated, " you obviously didn't hear me, I told you there was no refunds! if I refunded everyone with a bad piece of equipment that came in here I'd be out of business". I told him that he must be kidding and asked him if he really wanted to alienate customers with this rude attitude. He then stated that he was "done" and "that's the end of it".
I was livid. I left the store and all the paperwork and called Sears Corporate in Chicago. They called him and he again refused any compromise and solution other that me waiting for this unspecified repair period. Sears Corporate, after trying to reason with him, called me and informed me that since he was a "Franchise Owner" there was nothing they could do for me.
I went into the store two weeks later to check progress as I had heard nothing since leaving it there on 05/21/2014. The owner informed me that he hadn't heard anything yet. He didn't even offer to call and check. By now I was really angry.. I asked him to reconsider and just put and end to our transaction and interaction. He stated that he didn't have to do anything and that everything he was willing to do is being done.
As of this writing (06/16/2014) I went back to the store today. I asked him if the mower was done. I went in the back and brought it out. I asked him how long it had been there. He shrugged and stated that it was "probably Tuesday or Wednesday of last week, maybe Thursday". I resisted the temptation at that point to ask him why he hadn't notified me. I asked if it ran ok now. He stated "who knows". I said to him "don't you think it would be a good idea to find out?" He pushed it outside and pulled on the cord at least 8-10 times. I told him it didn't appear to be fixed. He stated, "it's probably out of gas". I said, so now what?". He stated, its been fixed there's nothing else he's willing to do. I asked him if he even knew the meaning of good customer service. At that point he began to raise his voice and tell be to get out of his store and never come back. "Take your damn trimmer, sign the papers and get out"!
I told him to keep it and that I'd just deal with him in court. He stated that "I have lot's more lawyers that you do and Sears backs me". Then stated that, It won't cost me anything...anyway Sears pays all my legal expenses". I was so angry and upset I just left. Sears Corporate tells me that the company policy states 30 day returns on mowers. They just don't understand why he's being so rude and uncooperative.
Long story short folks... I pity you if you buy anything in this store and it breaks down! This owner should not be in a customer service based business. I have owned my own business for over thirty two years and if I treated my customers this way I wouldn't have a business very long.
Save yourself some time, anguish and money and take your business to someone who appreciates their customers! I will NEVER shop Sears again!
- A former loyal Sears shopper, but no longer.